Services
Here are the areas where I can help and have a direct impact.
Strategic Leadership & Customer Support Operations
Customer Support Strategy Development
- Define and implement a scalable, efficient customer support strategy.
- Align support operations with business goals and customer expectations.
Team Structuring & Scaling
- Build, restructure, or scale customer support teams (in-house, outsourced, hybrid, tiers, product/service specific, etc.)
- Define hiring strategies and job roles for optimal team performance.
Customer Journey & Experience Optimization
- Map customer journeys and identify friction points.
- Implement strategies to improve CSAT, NPS, CES, and retention.
Support Metrics & Performance Management
- Define key KPIs and OKRs (First Response Time, Resolution Time, Customer Effort Score, etc.)
- Set up dashboards for real-time support performance tracking
AI & Automation in Customer Support
- Implement AI chatbots, knowledge bases, and automated workflows to reduce ticket volume.
- Optimize self-service solutions and AI-driven FAQs.
Omnichannel Support Implementation
- Ensure seamless support across email, chat, phone, social media, and in-app.
- Integrate helpdesk software with CRM for a 360° customer view.
Customer Feedback & Voice of Customer (VoC) Programs
- Set up feedback loops to capture customer insights.
- Implement structured escalation and resolution processes.
Operational Efficiency & Process Improvement
Helpdesk & CRM Optimization
- Select, set up, and optimize Pylon, Zendesk, Freshdesk, Intercom, Gorgias, or other tools.
- Automate workflows, SLAs, and ticket categorization for efficiency.
Support Workflow & Playbook Creation
- Develop SOPs, templates, and best practices for customer interactions.
- Standardize troubleshooting guides for faster resolution.
Escalation & Crisis Management
- Establish escalation frameworks for high-priority issues.
- Provide guidance on managing PR crises and social media escalations.
Self-Service & Knowledge Base Development
- Create and maintain a robust self-service knowledge base. Best practices
- Develop community forums and customer-led support solutions.
Cost Reduction & Support Efficiency Optimization
- Analyze and optimize support costs while maintaining high service levels.
- Introduce tiered support structures (L1, L2, L3) for better efficiency.
Customer Support Leadership & Training
Coaching & Training for Support Teams
- Conduct workshops on communication, empathy, and problem-solving.
- Train teams on handling difficult customers and de-escalation tactics.
Leadership Development & Mentorship
- Coach support managers and team leads for stronger leadership.
- Implement frameworks for performance reviews and career growth.
Hiring & Onboarding for Support Roles
- Assist in hiring the right talent for support teams.
- Develop onboarding programs to reduce ramp-up time.
Retention, Loyalty & Customer Advocacy
Customer Retention & Win-Back Programs
- Design proactive engagement strategies to reduce churn.
- Implement loyalty and win-back campaigns for at-risk customers.
Customer Success Alignment
- Bridge support and success teams for proactive customer engagement.
- Identify upsell and cross-sell opportunities through support interactions.
Community & Advocacy Programs
- Build customer advocacy and referral programs.
- Leverage engaged users for community-driven support initiatives.
Project-Based & Interim Leadership Support
Interim Head of Customer Support
- Step in as an interim leader while hiring a permanent executive.
- Stabilize support teams during transitions or scaling periods.
Support Function Audit & Benchmarking
- Conduct a comprehensive review of support operations and benchmark against industry standards.
- Identify gaps and opportunities for improvement.
B2B & Enterprise Customer Support Design
- Create tailored SLAs and enterprise-grade support models.
- Define dedicated account management strategies for high-value clients.
Additional Services
Consulting on Customer Support Partnerships
- Help brands choose outsourcing partners or BPO providers.
- Manage transitions from in-house to outsourced teams.
Tech Stack & AI Integration Advisory
- Evaluate and implement AI-driven customer support solutions.
- Recommend integrations for seamless support operations.
Support-Driven Growth & Revenue Generation
- Implement support-led expansion strategies (e.g., leveraging support for upsells).
- Identify opportunities for revenue contribution through customer education.
Partnership Models
- Retainer-Based Consulting (e.g., X hours/month)
- Project-Based Engagements (e.g., setup of a helpdesk, workflow optimization)
- Interim Leadership Contracts (3-6 months while hiring full-time leaders)
- Workshops & Training Packages (one-off team training or leadership coaching)